Overview

VMware Per Incident support is designed to meet the needs of individual consumers or customers with no or small datacenters and software development organizations. An incident is defined as a question relating to a specific, discrete issue and may involve several interactions with Technical Support prior to resolution. Separate support incidents must be purchased for assistance with multiple support issues. By purchasing a 3 or 5 incident pack, you can take advantage of a built in discount, as well as contact VMware Technical Support for three or five independent technical issues for your specified product.

VMware offers Per Incident support for several products allowing access to support as you need it. With Per Incident support, customers can choose to log cases and receive responses either through the Web or by the phone.

Before purchasing Per Incident support, VMware highly recommends that you take advantage of VMware's online knowledge base, documentation and discussion forums – complimentary resources that may lead directly to the answers needed!

VMware per-incident support is valid for one year after purchase and does not include product updates or upgrades. Per-Incident Support is non-refundable; please see Support and Subscription for details. An incident cannot be credited back or refunded even if the issue was resolved without help from technical support engineer (for example: finding the answer in the product documentation, knowledge base or on your own).

*Per Incident support for VMware vSphere Essentials is not available for VMware ESXi or VMware vCenter Server licenses sold as part of the Foundation, Standard or Enterprise bundles. Per Incident support is not available for VMware vSphere Essentials for Retail and Branch Offices or VMware vSphere Essentials Plus for Retail and Branch Offices; Basic and Production support are available for these products.